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Analyst, Workforce Optimisation

MLC Life Insurance - Docklands, VIC

Source: uWorkin


Full Job Description
MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

Our Purpose

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

The Role:
We have a rare opportunity for an Analyst to join our Melbourne based Workforce Optimisation team for a 6 month fixed-term contract. Reporting to the Senior Manager, Workforce Optimisation you will play a crucial role in ensuring our operational areas continue to meet our contractual SLAs whilst delivering an exceptional customer experience.

You will be responsible for:
Forecasting, scheduling and providing insights in real time to the Customer Contact team;
Making timely recommendations to ensure we continue to meet operational demands;
Proactively analysing trends in data sets, identifying service enhancement opportunities and making recommendations on how to improve;
Collaborating with internal stakeholders to develop recruitment and training plans to meet customer demand;
Providing regular reporting and updates on customer experience including first call resolution and meeting service levels;
Building strong internal relationships across the business, ensuring you are always advocating for the customer.

About You:
To be successful in this role, you must:
Have prior experience in planning and forecasting;
Ideally have experience using a workforce management system, Genesis advantageous;
Bring a strong operational understanding of Contact Centres/Admin teams;
Have the ability to work to deadlines and meet KPIs;
Enjoy working autonomously, will excellent verbal and written communication skills;
Ideally have Intermediate experience using Excel.

Why Choose Us?

At MLC Life Insurance, you will have the opportunity to:
work with a WGEA cited Employer of Choice for Gender Equality
enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
wellness and lifestyle offerings including access to Uprise - our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.

Primary Location: AU-VIC-Docklands
Work Locations: Level 15, 727 Collins St Level 15 727 Collins St Docklands 3008
Job: Operations
Organization: MLC Limited
Schedule: Fixed Term
Employee Status: Group Level 2
Job Posting: 26-Apr-2021, 12:52:42 AM